What is the purpose of a skill-based routing system in WFM?

The purpose of a skill-based routing system in Workforce Management (WFM) is to direct contacts to agents with relevant skills. This approach ensures that customer inquiries are handled by those agents who have the specific knowledge and expertise required to address the issues effectively. By matching the skills of agents to the needs of the contact, organizations can improve customer satisfaction, increase the efficiency of conflict resolution, and optimize overall service quality.

In a skill-based routing system, when a customer reaches out, the system assesses the nature of their request and matches it with the skill set of available agents. As a result, the customer is connected to an agent who is best equipped to provide a satisfactory resolution, leading to reduced handling times and enhanced productivity. Instead of just sending the call to the next available agent, which may not guarantee the desired expertise, skill-based routing enhances the overall efficiency of contact handling in the organization.